Information Systems and Information Habits (Observation Study and Clients Survey)

The two-part data set contains

1. The judgement on contact with government offices and their forms
from the view of the citizens and

2. Observations about contacts between client and employees in government
offices.

Topics: 1. Through written client survey it was determined: adviser in
filling out applications for government offices; judgement on
difficulties and clarity of the form; ununderstandable question
formulations; extensive judgement on the conduct and readiness for
action of the official in charge; earlier contact with government
offices in the same matter; judgement on the presence of others during
a conversation in a government office; general attitude to government
offices (scale); professional contact with files and strange people;
reading habits and following news broadcasts; memberships; information
on the participants in filling out this questionnaire.

2. With part of the respondents details of the contact with government
offices were recorded by observers of the institute: characterization
of course of conversation and the style of questions of the official in
charge, divided into the phase of the preliminary conversation and the
phase of the recording of the application; detailed characterization of
client; judgement on the condition of records brought along; container
for the records on arrival at the government office; areas of life
picked out as central theme by the official in charge and client in the
course of conversation; preliminary justifications, preliminary
explanations, further questions and demands of the official in charge;
´speaking in documents´ by official in charge and client; negotiations
between client and civil servant; picking our principle discussions as
central theme; reference to other government offices by the official in
charge or client; language style and dialect of client; expression
difficulties and exceptional reactions of client; result of recording;
general image of client (semantic differential).

Demography: memberships; age (classified); sex; marital status; school
education; occupation; employment; household income; size of household;
composition of household.